Customer Service scenario: Identify a root cause

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Available with: Copilot for Microsoft 365 and Copilot Studio Scenario level:

KPIs impacted


Service quality

Resolution time

Value benefit

Cost savings

Employee experience

Using Copilot to identify a root cause

1. Analyze customer conversations

Use Copilot Studio to build a custom copilot to the CRM system. Prompt Copilot to review customer interactions including chat logs, emails, and support tickets to identify recurring issues, patterns, and common themes.

Copilot Studio icon

Copilot Studio

Benefit: Quickly summarize recent customer conversations to get up to speed faster.

2. Identify the root cause

Ask Copilot to analyze CSAT feedback/support conversations and compare to historical resolution data to better understand the underlying reasons for customer contacts.

Copilot Studio icon

Copilot Studio

Benefit: Easily summarize data and highlight trends to save time and surface root issues more quickly.

3. Leverage Copilot's insights

Have Copilot analyze specific behavior, words, or phrases that may lead to negative responses from customers.

Copilot Studio icon

Copilot Studio

Benefit: Accelerate key insights by surfacing key words and related outcomes.

4. Collaborate with teams

Using Copilot in Teams, to present findings to customer service and product teams. Copilot can recap the meeting and draft recommendations for process and product improvements.

Microsoft Teams icon

Copilot in Teams

Benefit: Save time by using Copilot summaries as a starting point for project milestones and status updates.

5. Implement solutions and training

Based on discussions with leadership and product teams, use Copilot in Word to rapidly update FAQs, scripts, knowledge articles, and best practices documents.

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Copilot in Word

Benefit: Rapidly update training documents with the outcomes of your insights and meetings.

6. Share the solution

Copilot in Outlook can rapidly pull from your documents to draft an email detailing the root cause and solution steps.

Outlook icon

Copilot in Outlook

Benefit: Document and socialize the solution to keep Customer Service teams moving forward towards successful interactions.

1Access Copilot at or the Microsoft Copilot mobile app and set toggle to “Web”.
2Access Copilot at, the Microsoft Copilot mobile app, or the Copilot app in Teams, and set toggle to “Work”.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.